EastWest Bank, one of the fastest-growing banks in the country and a pioneer in Philippine digital banking solutions, announces the latest updates on its artificial intelligence chatbot, ESTA (EastWest System Tech Assistant), available on Facebook Messenger.
In the past few years, the innovative tool has redefined the digital banking experience for EastWest credit cardholders and employees alike, marking a milestone in the bank’s commitment to technological advancement and customer service excellence.
Designed to cater to the modern-day banking needs of its users, ESTA leverages the widespread use of Facebook Messenger to provide a platform where credit cardholders can effortlessly perform a variety of credit card services. From balance transfers and installment conversions to accessing Insta-Cash, ESTA offers a seamless and secure banking experience right at the fingertips of its users. In addition, it consistently generates P1 billion in installment bookings each month.
Only recently, ChatGPT was incorporated in EastWest’s Customer Service functionality, resulting in a 75 percent reduction in customer service warm body interactions. In the near future, retrieving account information and performing transactions can be done not only by screen or button presses but via textual commands. Imagine having a digital assistant that can carry out commands like – “Compute my average spend on XYZ ecommerce for the last 6 months” or “Send P10,000 to my husband’s EastWest bank account.”
This AI-powered convenience is a testament to EastWest’s dedication to providing quick and easy solutions to meet the busy lifestyles of its customers.
Further extending the ESTA experience, EastWest also announces an upgraded version of ESTA for its employees.
The new iteration integrates flawlessly with ChatGPT on Microsoft Teams, allowing staff to access knowledge bases that include the internet at large, internal manuals, store policies, MORB + Select BSP Circulars, the Corporate Credit Policy, and credit card product features more efficiently.
This internal tool is designed to accelerate information retrieval, analysis and synthesis based textual and numerical work output, fostering a smarter, empowered and more productive workplace environment. It is similar to having a virtual assistant capable of conducting financial ratio analysis or crafting advertising copy for an ad campaign.
“ESTA represents a first-in-market innovation, offering unparalleled accessibility and convenience in digital banking. It exemplifies EastWest’s commitment to leveraging technology to enhance the banking experience for both customers and employees,” said Efren dela Cruz, Jr., head of Consumer Service Delivery at EastWest.
EastWest reiterated its commitment to customers, highlighted by ESTA’s consumer-friendly features for an even more convenient banking experience, including account security, promo searches, real time display of transaction, updating of addresses, mobile and email address and other EastWest Credit Card Services.
